Who Were Looking For:

We are seeking a dynamic and experienced E-commerce Customer Support Operations Manager to lead our customer support team in delivering exceptional service and sales support to our online customers. The ideal candidate will be passionate about providing outstanding customer experiences, adept at managing diverse channels of communication, and skilled in fostering a collaborative and high-performing team environment.

About Acme Tools:

Acme Tools was founded as Acme Electric Motor in 1948 and continues to be a family-owned operation with ten locations in North Dakota, Minnesota, and Iowa. In 1999, Tool Crib of the North, Acmes catalog, and internet division, was acquired by Amazon.com. After rebranding as Acme Tools, we are now one of the premier retailers of tools and equipment, both in-store and online. We pride ourselves on having a growing, innovative eCommerce department with a start-up like atmosphere, which will allow you to create and execute strategies with freedom and approach projects in creative ways.

Youll Enjoy Our:

• Work-Life Balance
• On-The-Job Training
• Professional Development Training & Programs
• Competitive Pay & Annual Performance-Based Increase Opportunities
• Generous PTO
• Paid Holidays - we are closed the 6 major holidays of the year
• Maternity Leave (partially paid through company paid short-term disability!)
• Work environment where everyone strives to do their best work and can see their impact on the company
• Generous Employee Discounts

We Also Provide:

• Various Medical, Dental, & Vision Insurance Plans To Fit Any Lifestyle & Family
• Supplemental Health Insurance Add-On Programs
• Medical & Dependent Care Flexible Spending Accounts
• 100% Company-Paid Short- & Long-Term Disability Insurance
• 401(k) Program & Company Matching
• Life Insurance

What Youll take Ownership Of:

• Lead, mentor, and motivate a team of customer support representatives to ensure the delivery of friendly, customer-centric service across various channels including phone, email, chat, and social media.
• Provide ongoing training, coaching, and performance feedback to team members to enhance their skills and maximize their potential.
• Foster a culture of excellence, accountability, and continuous improvement within the customer support team.
• Oversee the day-to-day operations of the customer support team, ensuring timely and effective responses to customer inquiries and issues.
• Develop and implement standard operating procedures (SOPs) to streamline workflows and optimize efficiency.
• Develop and monitor key performance indicators (KPIs) and metrics to track team performance and identify areas for improvement.
• Collaborate with cross-functional teams, including marketing, sales, warehouse, and product development, to enhance the overall customer experience and drive customer satisfaction.
• Implement strategies to proactively address customer concerns and minimize escalations.
• Identify trends and insights from customer feedback to inform product and service improvements.
• Lead the implementation and optimization of customer support technologies, including CRM systems, live chat platforms, and ticketing systems.
• Facilitate the integration of Salesforce Order Manager and Service Cloud to streamline order management and enhance customer support capabilities.
• Stay abreast of emerging technologies and trends in customer support to ensure our team remains at the forefront of industry best practices.
• Partner with senior leadership to develop and execute strategic initiatives aimed at improving customer support operations and driving business growth.
• Prepare and present regular reports and analysis on customer support performance, trends, and opportunities for improvement.
• Create schedules to facilitate full coverage in all time zones in the lower 48 States in the United States.
• Develop and implement strategies for establishing a phone sales team to complement our existing customer support efforts.
• Recruit, train, and manage phone sales representatives to effectively promote products and services and drive sales revenue.

Need-To-Haves:

• Bachelors degree in a related field
• 5+ years of progressive, strong customer support management for a medium- to large-sizes organization
• Thorough knowledge of all aspects of support operations, including customer-centric support and sales, strategic, metric-driven leadership, inventory control, employee relations, and customer de-escalation experience
• Extensive process improvement and strategy experience in a call center setting
• Strong technology and communication skills, both verbal and written
• Ability to manage multiple projects in a fast-paced work environment;work on a team or independently; ability to manage relationships with Senior Management
• Self-driven to achieve goals; high energy level is essential, as well as a strong, dedicated work ethic.

Love-To-Have:

• Bonus points for tool and equipment knowledge

*Employment offers are contingent on drug-screen and background check. Relocation to Grand Forks, ND required. Acme Tools is an equal opportunity employer.

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